Technical Support Specialist; Sherlock Queue

Description

Do you get a weird amount of satisfaction from solving the problem no one else could?
Do you find yourself digging through logs, APIs, or scripts just to figure it out?
Do you enjoy being the person others go to when things get complicated?
Do you genuinely care about helping people—not just fixing tickets?

If so… keep reading.

The Customer Support team at RTA is looking for a Technical Support Specialist
—someone who thrives in deep technical problem solving while still showing up as a human‑first partner to our customers.

This role is responsible for handling escalated support cases
, serving as a technical leader for the support team
, and helping our customers unlock the full value of our platform. You’ll balance strong people skills with deep technical expertise—from APIs, SQL, and scripting to system troubleshooting and AI/LLM‑driven solutions, including automation, integrations, and intelligent workflows.

In general, someone who:

• Feels at home on a healthy, accountable team—someone who can challenge and be challenged
• Passionately cares about our clients and the work they do
• Puts the needs of the team and the customer ahead of their own
• Is willing to do whatever it takes—yes, even the unglamorous stuff
• Loves to learn, grow, and stretch themselves consistently
• Think of themselves less, while not thinking less of themselves
• Is always looking for more: more to learn, more to solve, more to contribute
• Invests in others—coaching, teaching, and leveling up the team around them

• Thrives in complex troubleshooting across SaaS and on‑prem environments
• Can break down APIs, logs, scripts, and databases to find root causes
• Is comfortable working with:
  • SQL (advanced querying + analysis)
  • REST APIs (testing, troubleshooting, integrations)
  • JavaScript + data flow logic
  • Power Shell scripting
  • Windows Server environments
  • AI/LLM tooling (prompt engineering, API integrations, automation workflows)
• Tools and debugging experience with:
  • Postman
  • New Relic
  • Chrome Dev Tools (network tracing, API inspection, frontend debugging)
  • Swagger (API Documentation)
• Can support and troubleshoot tools like:
  • Crystal Reports
  • Knowledge base articles and documentation
  • Scripting library
  • AI‑powered tools and integrations (chatbots, automation workflows, API‑based solutions)
  • Internal applications (C#, Python, JavaScript, support tools scripting, etc.)
• Acts as a technical escalation point for Tier 1 support
• Can translate complex technical issues into clear, helpful communication for customers
• Takes ownership of problems and sees them through to resolution

• Resolve escalated technical issues thoroughly, efficiently, and correctly
• Identify root causes—not just surface‑level fixes
• Maintain strong ownership of open issues and ongoing customer communication
• Educate customers so they can better use and benefit from the platform
• Document everything clearly—issues, steps taken, and resolutions
• Build or improve tools, documentation, and resources that help solve future issues faster
• Elevate the overall capability of the support team

Total compensation: $75,000 – $90,000 (based on experience)

Work style: Hybrid (in‑office M/W/F)

• 401(k) + 6% Safe Harbor match (100% vested day one)
• Flexible PTO (not accrued)
• Cigna PPO or HSA options with company contributions ($780–$1,950/year)
• Garner Health (HRA): up to $1,000 individual / $2,000 family
• Wellness rewards up to $350/year
• Virtual care + mental health support
• Access to legal plans, , EAP, STD & LTD benefits

RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please let us know.

We cannot accept any student visas or provide sponsorship at this time.